The SMS feature enables you to send outbound SMS messages to and receive incoming SMS messages from clients. The LiveVox SMS feature provides the following capabilities:
Campaign management: You can create and schedule SMS campaigns and obtain key metrics. In addition, you can create personalized messages for customers by including customer attributes in the body of the messages.
Two-way communication: Agents can respond to incoming SMS messages through a unified agent desktop that includes a multi-channel inbox. SMS interactions are automatically linked to the customer’s contact record to facilitate a comprehensive view of the customer journey.
Compliance: It is important that you send SMS only to customers who have opted in to your SMS program. The LiveVox Portal helps you manage consent for the SMS channel and respond to Cellular Telecommunications and Internet Association (CTIA) keywords, such as START, STOP, and HELP.
Agent efficiency: SMS allows agents to handle multiple interactions at once, resulting in faster service times for customers.
Automation: You can optimize SMS communication by creating a chat bot that handles common client requests.
Note: Certain SMS behavior can result in deliverability issues or negatively affect the performance of your LiveVox SMS services. LiveVox monitors the opt-out rate on your SMS campaigns. Opt-out instances include sending SMS messages that result in the recipient opting out of your SMS program (by replying STOP) or reporting your message as SPAM to the mobile carrier. If more than two (2) percent of SMS messages result in an opt-out situation, LiveVox reserves the right to suspend your SMS service.
The SMS feature includes the following types of message rate bundles: